There’s no denying that if you want to grow your client’s business, you need to grow their revenue. But this doesn’t necessarily mean putting all your collective effort into growing their customer base.
In fact, retaining and growing an existing customer base is more cost effective for your client’s business than attempting to gain more customers.
Don’t go advising your clients to ditch the marketing budget and increase their sales team’s upselling KPI’s too quickly, though. If your clients are going to try and boost their profits by utilising current customers, they need to effectively balance their wants with customer needs.
The best way to do that? Improve their customer service capabilities by utilising integrated business CRM software.
When customer service gets left behind
A lot of businesses – especially those experiencing growth – can find it hard to manage their customer relationships.
Whether it’s your clients failing to keep in regular contact or taking too long to follow up on a request, it’s not hard for them to find themselves slipping behind the service standard.
In this day and age, nearly every sales interaction people have is instant and personalised – and they’ve come to expect nothing less. If a customer isn’t receiving the service they expect, they’ll go somewhere else.
In my experience working with small and mid-sized businesses, the business processes that lead to poor customer satisfaction are common ones, including:
- Disparate customer and sales data
- Clunky or non-existent sales processes
- An inability to interpret customer information
- Reliance on manual procedures
Any one – or a mixture – of these problems means your clients are not able to offer their customers high level service – and that they’re missing easy opportunities to maximise their profits.
Information is the key to success
The information your clients gain from their customers with every interaction (like their preferences and buying habits) are invaluable to their business – it’s what they can use to their advantage to not only improve profitability but take their customer service above and beyond.
But if this information is lost in a sea of bad processes, different systems and the memories of multiple sales people, your clients can’t use it to their advantage.
For your clients, being able to have easy access and reporting capabilities to interpret this data gives their team the immediate ability to:
- Identify buying trends
- Highlight cross selling opportunities
- Offer their customers what they want before they even know what that is
Your clients need to treat their data with the respect it deserves – and in return it will give them what they need to increase their customer satisfaction and in return, their profits.
Give your client’s team a helping hand with HARMONiQ business CRM software
It’s easy enough to say, but actually harnessing your client’s existing information to improve their service is hard to achieve without a quality, integrated CRM system.
HARMONiQ business CRM software supports your client’s sales team by bridging any services gaps and handling tedious admin procedures, so their staff can get back to what they do best.
And how does this service upgrade increase your client’s profits? Well, if they invest in a fully integrated ERP system like HARMONiQ, their CRM will work in conjunction with their existing system to provide unparalleled visibility and automation capabilities.
This will give your clients the ability to create and pursue selling opportunities that didn’t exist before.
- Send automatic responses or follow ups, so they never miss a job request
- Set up automatic reminders for regular customers, with the option to simply ‘reorder’ their usual products
- Alert customers to newly available stock lines
- Tell when an order is missed or deviates from the norm, so they can follow up
- Create and enforce clear sales processes that can be followed by their entire team, so they never miss a sale
These are just a few of the ways HARMONiQ can help your clients optimise for exceptional customer service to achieve profit growth. As a truly customisable and scalable software system, HARMONiQ is designed to grow alongside your client’s business.
If you would like to discuss how you can help your clients start leveraging great technology to deliver exceptional, consistent customer service, let me know, or please call me on 02 9542 2000. Alternatively, you can request a free customised demo of our software below.
Robert Butler is the Managing Director of Micronet Systems and is focused on helping business leaders overcome inefficient sales, inventory, and customer relationship management practices by leveraging cutting edge technology. If you want to gain better control of the sales processes in your business, click here to see how HARMONiQ Business Tuning Software can make a difference to your business, or click here to get in touch.